TV Box disposal

[Henricus]

I'm going to be recycling an old TiVo box when it gets replaced with a TV360 one. Being of a somewhat neurotic disposition when it comes to binning any IT equipment, I can't help wondering whether TV boxes retain any sensitive account information that could be of use to the bad guys for the purposes of identity theft, phishing and the like.

Does anyone know whether this is the case, and if so how to reliably zap it before I hand it over to the tender mercies of my local council? Or do I just need to trust them to make sure it doesn't fall into the wrong hands?

[Client62]

VM have a very nasty habit of mentioning recycling and then asking for the kit to be returned weeks or even months later only to charge a fee if you are unable to comply.

[newapollo · Accepted solution]

Hi @Henricus 

You can request returns packaging and sent the tivo back to VM 

/virgin-media-return-or-recycle-equipment/request-returns-pack 

[Matthew_ML]

Hey Henricus, thank you for reaching out and please do not worry once you send us the kit back everything will be wiped.

As mentioned you can order some via that link or we can order you some packaging?

Just let us know.

[Henricus]

Hi Matt, I ordered some packaging via the link, but the resulting email I received tells me it is for a Broadband Router rather than a TiVo box. So a few things about this:

1. Can I cancel this, as the packaging won't be big enough for a TiVo and Virgin won't be expecting it?

2. I don't have a router to return. I had some issues in 2020 that resulted in the offshore support sending me a new one that I didn't need, so I assume this is what they are now asking me to return. No-one asked me to return it at the time, and I disposed of it. Is this going to be an issue now?

3. Back to the original question about the TiVo box. I'm guessing as Virgin say to recycle this, which I assume is why they are not sending me the packaging for it, I am not going to be able to return it. So, is it safe to leave out for the council to pick up (I don't have transport to take it to the tip myself)? (Fwiw, my assumption is that there are no actual account details on there, just something like a Device Id that the network recognises as being linked to my account).

[Alex_RM]

Hi Henricus, if the packaging has already been arranged we're unable to cancel it. You can dispose of any equipment we don't need back in an environmentally friendly way 😊

Alex_Rm

[Henricus]

Thanks Alex. That answers point 1, but what about points 2 and 3? (Point 3 is actually the main point of my original post - is there any account information held on the TiVo box that means I need to be careful about it falling into the wrong hands?)

[David_Bn]

Thanks for coming back to us @Henricus.

In answer to point 2, if we are requesting for the return of a piece of equipment, it would be considered to still be in your possession.

How did you dispose of the equipment and what model was it?

Point 3 - We would advise logging out of all applications to avoid any potential data breaches/unauthorised access to accounts such as Netflix/Prime etc..

Thanks,

David_Bn

[Henricus]

Thanks David

The returns form sent to me by email has the Item Description 'Arris Hub 3'. I don't recognise this exact name, but I assume it relates to what I know as a 'Superhub' sent to me in error in 2020. This was as part of a long-running  and tortuous series of issues that saw the absolute worst of offshore support. I lost count of the number of times I phoned them but it was in the region of 25 to 30 over a period of about two months. It was clear from the outset that there was no issue with my existing router and that there was a fault in the network, but no-one would listen to me. In the end it was resolved by a combination of a network fix, a re-pull of my cable, and tightening the screw on the box where the cable enters my house.

The new hub (the same model as the one I already had, and still have) was sent to me completely unannounced, presumably as a result of those support calls, with no supporting documentation. It was never installed, and there was never any request to return it. I disposed of it as part of a local council pickup of other electrical items for re-cycling.

[David_Bn]

Thanks for coming back to us with further information @Henricus.

The Hub 3.0 would be expected to be returned as this would still be in use by our customers today.

Do you possibly have any documentation to confirm the recycling of the equipment, in terms of a receipt perhaps?

Thanks,

David_Bn